ITIL the typical contents of SLAs

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An introduction to the SLA Service description Mutual responsibilities Scope of SLA Applicable service hours Service availability Reliability Customer support arrangements Contact points & escalation Service performance Batch turnaround times Security Costs and charging method used. The key criteria for … Continued

RACI Model

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The Business Process Management Toolkit: Practical Guidelines to … store.theartofservice.com/the-business-process-management-toolkit-practical- guidelines-to-successful-implementations.html RACI Methodology and BPM. • The Business Process Model. • The Integration of Knowledge Mapping into Existing Business Processes. Case Study …   It is said that processes are perfect…until people get … Continued